#1212 PFT IT Support Analyst/PolicyTech Administrator
About The Position
The York Region Children’s Aid Society (YRCAS) is a non-profit community organization legally mandated to protect children and youth from abuse and neglect. As a leader within the child welfare sector, we partner with parents, caregivers, and community to provide a safe environment for children and youth, through equitable, culturally aligned services. Comprised of interdisciplinary teams of diverse professionals who push boundaries in support of family centered care, we engage with children and families for a stronger, healthier community within the York Region. YRCAS is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lead within their role, generate innovative ideas that reinforce our mission and goal to create a healthy workplace and community where children, youth and families thrive. To support us on our journey, YRCAS is looking for an IT Support Analyst I/PolicyTech Administrator to support our IT department.
Requirements
- Completion of a Diploma or Degree in a Technology/Computer related field or relevant equivalent combination of education and experience.
- A minimum of 2 - 5 years of IT Support Desk experience.
- A minimum of 2 - 5 years of Application support experience.
- 1–3 years of experience facilitating new user onboarding through application training.
- Strong understanding of applications in Microsoft Office 365.
- Strong Analytical skills.
- Excellent technical and nontechnical communication skills.
- Excellent Problem solving and customer service skills.
- Excellent communication skills.
- Experience with providing remote customer support.
- Strong customer service skills to effectively support many diverse users.
- Class “G” driver’s license with daily access to an insured vehicle.
Nice To Haves
- Advanced knowledge of SharePoint, OneDrive, Forms would be an asset.
Responsibilities
- Provide service helpdesk support.
- Provide Tier 1 laptop, server, remote, and network support of the organization.
- Work with other areas of the IT team and business to continually evolve and ensure IT application and Infrastructure systems are meeting business requirements and those new additions are managed effectively.
- Tier 1 Service Desk support and Application support.
- Onboard new employees.
- Serve as the Key advocate and front-facing voice for IT.
- Desktop and Laptop imaging, configuration, and installation.
- Mobile Device Management & Mobile Software Support.
- Office 365 support/Frequent remote user support.
- Train staff, foster parents, and volunteers on PolicyTech and other IT applications.
- Serve as the Subject Matter Expert (SME) for the functionality and use of the PolicyTech system.
- Manage the PolicyTech application, including system settings, content, user roles, and permissions.
- Collaborate with publishing teams throughout the policy publishing workflow.
- Support policy assessment and attestation processes for agency policies.
- Assist and educate employees in using PolicyTech procedures and workflows, helping users learn how to efficiently navigate and operate the system.
- Provide day-to-day technical support to internal staff.
- Provide day-to-day application support to internal staff.
- Provide remote technical support to users across the organization.
- Manage and handle rollout of new IT equipment (PCs, laptops, printers, phones, etc.).
- Help manage IT inventory.
- Logging and tracking identified system problems through resolution by leveraging the Helpdesk System and maintaining agreed upon SLAs.
- Provide user training on using technologies, software and systems.
- Creating and maintaining technical documentation, including PolicyTech, on processes, policies, application configuration and help related materials for users.
- Oversees the full PolicyTech policy lifecycle—drafting, approval, updates, distribution, employee attestations, and maintenance of an auditable records database.
- Other special project related duties, as defined by management.
Benefits
- Hybrid working model (working virtual and in person)
- Casual dress code
- Employer paid Group Insurance and Health & Dental Benefit
- Four (4) Weeks of Vacation accrued per calendar year
- Five (5) float days per calendar year
- One day off every five (5) weeks during Winter months
- Shortened Summer hours
- OMERS Pension, with employer and employee sharing premiums equally
- CAA Membership Reimbursement and Mileage Reimbursement
- Enhanced Wellness Initiatives Virtual Fitness Classes
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
